Service Level Agreement

Last revised: 25 April, 2025

This Service Level Agreement (SLA) outlines our commitments regarding service availability and performance.

1. Universal Service

For individuals using the free (visible) domains of pack.page:

We strive to maintain service availability but provide no formal guarantees
Maintenance may occur at any time without prior notice
The service is provided "as is" without any warranties
Support is provided on a best-effort basis
Links will expire based on the selected timeframe if not accessed within the auto-expiry period

While we make every effort to keep the service running smoothly 24/7, the free tier does not include uptime guarantees, priority support, or recovery commitments.

2. Custom Domain Deployment

For teams and enterprises with a custom domain deployment on pack.page:

2.1 Uptime Guarantee

We guarantee 99.5% uptime for your custom domain deployments. This means your branded URL shortener will be operational and accessible, and able to generate links for at least 99% of the time, measured on a monthly basis.

2.2 Scheduled Maintenance

Scheduled maintenance will be performed during off-peak hours whenever possible. Customers will receive at least 48 hours' notice before scheduled maintenance.

2.3 Support Response Times

Customers receive priority support with the following response time targets:

Critical issues: Within 4 business hours
High priority issues: Within 8 business hours
Normal issues: Within 1 business day
Low priority issues: Within 2 business days

2.4 Service Credits

If we fail to meet our 99.5% uptime guarantee in any given month, eligible enterprise customers will receive service credits according to the following schedule:

Monthly Uptime	Service Credit
Less than 99.5% but equal to or greater than 99%	25% of monthly fee
Less than 99% but equal to or greater than 95%	50% of monthly fee
Less than 95%	75% of monthly fee

2.5 Service Monitoring

We continuously monitor all enterprise deployments and will proactively address any detected issues. Enterprise customers also gain access to a service status dashboard for real-time monitoring.

3. Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance with proper notification
Issues caused by factors outside of our reasonable control
Issues resulting from customer's actions or third-party services
Force majeure events
Network or internet issues not related to our infrastructure

4. Requesting Service Credits

To request a service credit, enterprise customers must submit a claim within 30 days of the end of the month in which the SLA violation occurred. Claims should include:

Account information
Dates and times of the service unavailability
Affected URLs or domains
Any relevant error logs or messages

Submit claims to [email protected] with the subject "SLA Claim" for prompt review.

For more information about our enterprise offerings and custom domain deployment, please contact us at [email protected] and a member of our brainpolo team will be in touch shortly.